40% of Contact centres blend Webchat With Email

According to our poll, four in every ten contact centres blend the webchat and email channels.

However, 16% isolate webchat, and only allow agents to handle just that channel.

Poll – What is your Blending Philosophy? – answers

Agents handle only web chat – 16%
Web chat blended with email – 40%
Agents multi-skilled (can handle all call types) – 51%
Stand alone web chat software – 27%
Fully integrated system – 16%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: The best ways to handle web chat in your contact centre     Sample size – 256     Date: December 2013